Customer Service Specialist

Responsibilities:

- Engage with customers through online chat and messaging platforms, responding to inquiries, providing information, offering assistance & provide a comprehensive resolution to the complaints/queries
- Assist customers in navigating our products or services, addressing their questions, concerns, and technical issues.
- Troubleshoot and resolve customer problems, escalating complex issues to higher levels of support when necessary.
- Maintain a high level of professionalism and customer service etiquette in all interactions.
- Document customer interactions, including the nature of inquiries, solutions provided, and any follow-up actions.
- Meet or exceed performance targets, including response time, customer satisfaction scores, GOS, AHT, Online rate, Availability, Quality, regulations and chat volume goals.
- Should have worked in high pressure environment dealing with irate customers & should be able to deescalate, handle the situation & provide resolution to the customer with best CX scores
- Should posses basic banking knowledge on credit cards & retail bank
- Stay updated on product knowledge and company policies to provide accurate and up-to-date information to customers.
- Collaborate with team members and other departments to ensure consistent and effective customer support.
- Should have worked on Customer service teams with complete hands on handling real time customers in international process
- Should posses excellent written communication skills with service attitude
- Should be able to multi task – handling more than 4-5 customers all through the day
- Should have exposure to CX metrics – Customer Service metrics like FCR, Rep-SAT, NPS, CSAT etc.,
- Balances NPS & RSAT to ensure positive customer experience while managing/minimizing operating losses
- Analyzes risk areas and identifies solutions to meet customer's needs
- Ensure Information Security for sensitive data
- Ensures productive output as required in unit plan
- Undertakes other assignments/projects as given by the Team Lead/Manager
- Demonstrates ideal service attitude for all customers, liaises with different departments and also performs account level system maintenances while resolving customers queries
- Applies professional attitude and image for all internal and external customers
- Should possess good analytical & problem solving skills
- Night shifts/ graveyard shifts only with weekdays offs - Mandatory rotation once in 4months within night/grave yard shift – No day shifts at all

Qualifications:

- 3-5 years of customer service experience, handling real time customers in international process (US & UK)
- Sound Communication skills with service attitude
- Excellent written communication skills with service attitude (30 WPM – typing speed: 90% accuracy)
- Good verbal and written communication skills with proficiency in grammar spelling & punctuation
- Strong problem-solving skills. Keen eye for detail
- Attitude to Learning, Self-discipline & willingness to take initiative
- Work in graveyard shift & rotational offs shifts

Preferences:

- Good analytical skills
- Influencing skills and willingness to resolve customer queries satisfactorily
- Keen observation skills and the ability to function in a fast-paced environment where standards of quality and timeliness are established
- Must possess procedure driven judgment in order to find the best solution to an issue
- Must be goal oriented, highly motivated, Self-driven & result oriented

Shift of operations:

- Night shifts/graveyard shifts with a 5-day work week (with weekdays offs)
- Mandatory rotation once in 4months within night shifts/graveyard shift